Senior WFM Engineer: Forecasting, Automation & Planning

Iron Mountain Incorporated; Tennessee; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work options

Healthcare & retirement plan

Paid time off

Professional growth opportunities

Job summary

Iron Mountain Incorporated seeks a Senior Engineer, Workforce Management to design, optimize, and scale WFM processes and technology across Customer Excellence. You will bridge functional expertise with technical enablement, reducing manual work and improving planning accuracy globally.

The role focuses on forecasting, capacity planning, scheduling, and automation across regions and channels, with up to 20% travel.

Qualifications

• 5+ years of progressive experience in Workforce Management, contact-center workforce planning, process engineering, operations engineering, or WFM technology.
• Strong knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service-level planning in a CX or contact center environment.
• Proven ability in process engineering & solution design: translate business requirements into technical workflows, business rules, and scalable solutions.
• Technical & quantitative expertise: systems-thinking, experience with scenario models, automation tools, or decision-support tools (SQL, low-code automation, scripting, data reporting).
• Stakeholder collaboration & testing: experience gathering requirements, functional testing/UAT, and cross-functional teamwork.
• Education: Bachelor’s degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Analytics, or related field (or equivalent).

Responsibilities

• Design and optimize core WFM processes supporting forecasting, capacity planning, scheduling, skilling, shrinkage, productivity, and service levels.
• Partner with Technology teams to configure workflows, automate activities, and optimize WFM platforms; evaluate AI capabilities for scenario planning.
• Develop scenario-planning tools to evaluate staffing, demand, productivity, and cost tradeoffs.
• Lead design reviews, UAT, and documentation of business rules; ensure post-implementation benefits.
• Bridge across Workforce Management, Operations, Technology, and external vendors; translate challenges into scalable solutions.

Skills

WFM

Forecasting

Scheduling

Capacity planning

CX / Contact center

Process engineering

Stakeholder collaboration

UAT / testing

Education

Bachelor's degree in Industrial Engineering / Systems Engineering / Operations Research / Computer Science / Analytics

Tools

SQL

Low-code automation

Scripting

Data reporting tools

Job description

Iron Mountain Incorporated seeks a Senior Engineer, Workforce Management to design, optimize, and scale WFM processes and technology across Customer Excellence. You will bridge functional expertise with technical enablement, reducing manual work and improving planning accuracy globally.

The role focuses on forecasting, capacity planning, scheduling, and automation across regions and channels, with up to 20% travel.